Professional Services
Managed IT & MSP Suite
Win clients predictably, keep the ones you have, and get your evenings back, without living in the support queue.
A starting configuration to test against the business's actual evidence and operator constraints.
Illustrative failure hypotheses
Questions for the audit to verify
Proposals going cold: technical founders do not chase quotes, so warm inbound enquiries and open proposals quietly die unsigned
Under-invested reputation: MSPs live on trust and local search yet rarely run a systematic review-request engine, ceding Google rank to louder competitors
No consistent content or thought-leadership cadence, so the firm stays invisible to the SMB decision-makers it needs to reach
Proposed starting point
A pilot hypothesis to review
Designed role · approval required
Proposal & Quote Closer
Assembles per-seat MSP service proposals and works every open quote to signature, so deals stop dying of silence while the owner is on the tools.
Client acquisition is the number one MSP leak, and the fastest revenue to recover is sitting in quotes already sent. Pointing the Proposal & Quote Closer, backed by Core's Follow-Up Engine, at the open-proposal pile requires zero PSA integration and shows signed agreements in week one.
Designed playbook
Proposed work streams and roles
These are configuration ideas to test during an audit. They are not autonomous workers or evidence of a live deployment.
Forma Core
Runs under every suite. The shared operating spine: front desk, follow-up, reputation, owner reporting, cash, and content.
Designed role descriptions ↓Close ↑
Front Desk
Captures and triages every inbound (email, web form, missed call, DM), then replies, classifies, and routes it to the right place.
Follow-Up Engine
Runs persistent, polite multi-touch follow-up on every quote, no-show, and stalled enquiry until it converts or is cleanly closed.
Reputation Engine
Asks happy customers for reviews at the right moment, drafts replies to every review, and routes negative feedback to a human first.
Owner's Digest
Compiles the weekly (and on-demand) operating picture into a plain-English brief: what happened, what's at risk, what needs a decision.
Money Flow
Issues and chases invoices, tracks AR aging, and reconciles payments so nothing slips and cash comes in faster.
Content Engine
Turns the brand kit into a steady cadence of social, email, and blog content, ready for one-click approval.
Predictable Pipeline
Replace referral roulette with three engineered demand channels: vertical outbound, systematic referral asks, and vendor co-marketing money most small MSPs leave unclaimed.
Designed role descriptions ↓Close ↑
Vertical Outreach Sequencer
Runs targeted outbound sequences into chosen SMB verticals so new business stops depending on whoever happens to mention the firm this month.
Referral Ask Automator
Turns happy clients into a deliberate referral channel with well-timed asks, instead of leaving word-of-mouth to chance.
Vendor Co-Marketing Desk
Monitors vendor and distributor partner programmes, claims available marketing development funds, and turns them into co-branded campaigns the MSP would otherwise pay for itself.
Quote to Close
Assemble sharp per-seat proposals and chase every open quote until it is signed or formally dead, so no warm opportunity leaks out unbooked.
Designed role descriptions ↓Close ↑
Proposal & Quote Closer
Assembles per-seat MSP service proposals and works every open quote to signature, so deals stop dying of silence while the owner is on the tools.
Authority & Local Visibility
Own local search for IT support terms and stockpile the proof that wins trust: case studies from happy clients and campaigns built on compliance deadlines.
Designed role descriptions ↓Close ↑
Local Search Optimiser
Keeps the Google Business Profile, citations, and local service pages tuned so nearby businesses searching for IT support find this MSP first.
Case-Study & Testimonial Harvester
Turns promoter CSAT scores and completed projects into case studies, testimonial quotes, and a proof library that feeds proposals and content.
Compliance Angle Campaigner
Builds recurring campaigns around compliance frameworks and deadlines, such as Cyber Essentials in the UK and cyber-insurance requirements, giving prospects a dated reason to switch IT providers now.
Retention & Expansion
Spot churn-risk accounts before they wobble, keep every QBR on schedule, and surface the renewal and security-upsell conversations that grow MRR from the existing base.
Designed role descriptions ↓Close ↑
QBR & Client-Health Sentinel
Watches account-health signals across the PSA and CSAT stack, flags churn-risk clients early, and keeps every quarterly business review on schedule with a prepared pack.
Renewal & Upsell Radar
Tracks agreement anniversaries, ageing hardware, and unsold security add-ons, then tees up the renewal or upsell conversation months before it becomes urgent.
Measurement design
Candidate measures to baseline
These labels do not claim a result. The audit must define the source, window, method, baseline, and owner before a metric can support a pilot decision.
Non-referral pipeline share
Percentage of new opportunities sourced from outbound, campaigns, and local search rather than word-of-mouth, the direct measure of escaping the referral roller coaster.
Quote-to-close rate
Signed agreements as a percentage of proposals sent, the clearest signal that open quotes are being worked instead of left to die.
Net new MRR per month
Monthly recurring revenue added from new logos, renewals, and upsells combined, the number the whole suite exists to move.
Discovery calls booked per month
Qualified first meetings generated across outbound, referral, and compliance campaigns, the leading indicator of a predictable pipeline.
Client logo churn rate
Accounts lost per year as a percentage of the base, protected by early churn-risk flags and QBRs that actually happen.
Google rating and review velocity
Average star rating and new reviews per month on the Google Business Profile, the trust signal SMB buyers check before any IT provider conversation.
Connector boundary
Availability is scoped per controlled pilot
Connector names in the internal playbook are planning inputs, not a public integration promise. Current code-live readers are bounded and require account-specific verification before use.
See the commerce pilot boundaries →Audit first
Validate the playbook against your operation.
Pricing, scope, data access, review boundaries, and success measures are agreed in writing before any paid work.
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